Great HealthWorks
  • 10-Nov-2020 to Until Filled (EST)
  • Quality Assurance
  • Fort Lauderdale, FL, USA
  • Full Time

Medical & Prescription Drug, Dental, Vision, 401-k, Paid Time Off, Telemedicine, Group Life and ADD&D, Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, Critical Illness, Preferred Legal Plan, Health Savings Account, Holiday Pay, Employee Assistance Program, and Exclusive Discounts and Special Offers

Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers. 


The Quality Assurance Manager is responsible for ensuring that all customer contacts (voice, email, chat, text, and social media) maximize the customer experience while meeting company requirements. The Contact Center Quality Assurance Manager will work to improve agent performance, adherence to processes, procedures, and policies. The Manager of Quality Assurance will incorporate industry best practices and support the development of training material and related work processes to ensure effective service is maintained at all times. Additionally, this role is responsible for overseeing and monitoring the performance of the Quality Assurance vendor to ensure department standards and production goals are met.  

Key Responsibilities

  • Lead the operation of the organization's total quality management (TQM) program
  • Maintain the quality call monitoring system and associated reporting that provides timely, actionable insights at the program, team and agent level
  • Responsible for overseeing vendor performance and activities of the Quality Assurance IBOs (Independent Business Owners) ensuring the company's objectives are consistently met
  • Work with other members of management to establish and develop closed loop processes that ensure continuous improvement in training, agent enhancement, knowledge management and root cause analysis of trending issues
  • Promote prompt communication to underperforming IBOs, and program managers to meet quality standards, business and consumer requirements
  • Identify, develop and lead key process improvement efforts and influences cross-functional efforts
  • Oversee the development of systematic approaches for assuring high quality services that meet business and customer needs
  • Ensure QA IBOs and operational IBOs are adhering to department policies and procedures
  • Coordinate and facilitate call calibration sessions with the Quality Assurance vendor, call center operations leaders and Training
  • Provide feedback to the team leaders, managers and executives about quality assurance
  • Responsible for the design and implementation of quality assurance processes, procedures, formats, and quality standards
  • Other duties as assigned by management

Minimum Experience, Education and Qualifications

  • Bilingual English/ Spanish required
  • College degree preferred
  • A minimum of 5 years' experience in Quality Assurance with a focus on the customer experience
  • Keen sense of urgency and priority response time
  • Strong analytical and independent judgement skills with ability to make effective decisions quickly
  • Background that includes employee (virtual contractor) development and coaching is preferred
  • Familiarity and working knowledge of computer software, including Microsoft Excel, Word, PPT and call center information systems/technology

Knowledge, Skills and Abilities

  • Strong knowledge and understanding of the customer service and sales/retention call center industry
  • Ability to manage call monitoring activities for a high volume call center
  • Ability to take ownership and accountability for establishing processes that ensure a consistent quality customer experience while achieving company revenue/profitability goals
  • Strong leadership abilities including the capacity to supervise and oversee vendor engagements (multi-site, regional and global operations experience a plus)
  • Ability to effectively interact and communicate (verbal/written/presentation/interpersonal/listening) with key members of leadership, vendors and personnel at all levels


Great HealthWorks
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